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Operations managing during first 12 hours of Jira’s down

Женя_vj3he9

Digging into Jira Software could solutions we found a lot of useful stuff for process management for business operations teams - additionally to developers, and in the end our operational departments process dozens requests per day through Jira, that involves dozens automations rules and custom workflows.
But today all such operations are moved to chats due to Jira’s down for some part of their customers, and after 12 hours we even haven’t received any explanation and details about recovery.

So I wonder here if somebody got any painless or just alternative solution for organizing business process management during such issues?

Accepted answers

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Asim Sarfraz_1mrplb

As of this comment's writing, our cloud site is still down after more than 14 hours. We can't log any tickets because Jira Cloud can't find our URL anymore. Our development has been severely impacted, and there is no RCA update from Atlassian, and no ETA either

Женя_vj3he9

yes, and the impact becomes bigger, without access to confluence spaces the issue also affects support and sales departments

Asim Sarfraz_1mrplb

Was able to get to one of the support team member after trying hard, and was informed our entire site has been wiped out! This is ridiculous. It has been almost 24 hours since the incident happened, and we have been provided no clear information on what has happened with our data.

Женя_vj3he9

@Asim Sarfraz How did you catch them for such response? As Jira can't find our project by url during creating a Support request.

Are they able to restore it?

Asim Sarfraz_1mrplb

Same here, it could not find our project URL, so we went in through their sales/billing enquiry route (you can pick any other ticket type, and then paste the project URL in the description) Still nothing restored, and we have been hung out to dry. Most likely it is something serious, and they are not disclosing it.

Stephen Sifers

Hello, We're sorry you've been impacted by this incident. We have sent email communications to all affected customers which provide further details of the incident as well as a link for live status updates. Reach out to us at https://support.atlassian.com/contact if you have any questions or concerns.

Additionally, we’re checking and validating anyone who has posted in Community to report their site has been impacted and we are creating a support request on their behalf. If you’re unsure if an issue has been created for your site we suggest reaching out to your site admins or technical contacts.

Regards,
Stephen Sifers | Product Lead, Community

Женя_vj3he9

Unfortunately this doesn't help and doesn't answer to my question about any solution for moving business processes.
And we can't reach you by the contact link as our link at jira in unavailable for itself.

Stephen Sifers

Hello,
We apologize for the length of this ongoing incident and for not being more proactive in our communication with you. We understand how mission-critical our products are for you and want to make sure we are relaying the most accurate information possible.

While we really want to get in front of you live to answer your questions, we are prioritizing getting customers up and running first and foremost. We will host an AMA (Ask Me Anything) after we get all of our customers fully restored.

In the meantime, please add your questions here and we will respond as quickly and transparently as we can. Some questions may not be answered until we do an official PIR, but we will let you know that and answer as much as we can now.

Our Chief Technology Officer Sri Viswanath has posted a blog about this incident with more background and details, and our team is working around the clock to move through the various stages for restoration.

We are working 24/7 to restore your service. Thank you to those who have been sharing all the information you know from your support requests. Thank you for being open, honest, and caring for your fellow Community members. This speaks a lot about what makes Community a special place.

Lastly, if you're unsure if a support request was raised on your behalf, please let me know, and I will personally check. My team and I went through all Community posts related to this incident to ensure everyone's site had a support request.

Regards,
Stephen Sifers | Product Lead, Community

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